Dubai's RTA handles over 104,000 lost property reports in taxis during 2025

Dubai’s Roads and Transport Authority (RTA) said that it handled 104,162 reports of lost property in taxis across the emirate of Dubai during 2025.

The authority ensured rapid response and accurate follow-up, starting from the receipt of reports and verification of trip details, through to the return of lost items to customers.

Meera Al Shaikh, Director of Customer Happiness at the Corporate Administrative Support Services Sector, RTA, said, “RTA places customers at the heart of its priorities through the implementation of strategic goals and objectives related to customer happiness.”

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She added that what makes the lost property reporting framework so reliable is the availability of specialised teams and effective integration between the call centre, taxi companies and drivers — all supported by smart technology systems.

What was lost — and recovered?

Al Shaikh noted that cash with an estimated value exceeding Dh2 million was recovered, in addition to electronic devices, including smartphones, laptops and tablets, totalling around 35,000 devices. The recovered items also included approximately 3,000 passports and official documents, alongside jewellery and other valuable personal belongings.

Smart channels

She further explained that RTA has ensured ease of reporting by providing multiple communication channels, including:

• The call centre, which accounted for 56 per cent of reports

• Smart applications, which accounted for 10.8 per cent of reports

• The text-based chat service with the virtual agent Mahboub, which accounted for 30.8 per cent of reports

The call centre delivers its services in several languages, including Arabic, English, Hindi, Filipino, French, Chinese, Russian and others.

RTA has also developed several supporting systems to enhance search and follow-up operations.

Usage of smart channels has increased noticeably, reflecting growing customer awareness and a clear preference for fast digital solutions. The system relies on advanced technologies that enable precise tracking of taxi movements, swift communication with drivers, and dedicated platforms for documenting and monitoring reports through to closure.

Clear procedures govern the handover of lost items, ensuring customer identity verification, privacy protection and the secure return of belongings.

The system is characterised by a rapid response, with customers contacted within no more than two hours in most cases. This has had a positive impact on satisfaction levels, as the call centre received more than 30 messages of thanks and appreciation during 2025. The year also witnessed positive initiatives by taxi drivers, who promptly handed in lost items upon finding them. Several drivers were recognised in appreciation of their honesty, reflecting the values of integrity and responsibility.